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Mid-Level IT Support Specialist
On-siteNot specifiedIT Support
A large organization is seeking an IT support specialist to handle technical incidents and service requests through multiple communication channels. The role includes troubleshooting, remote assistance, ticket documentation, user administration and escalation to infrastructure, application and|||||N
Responsibilities
- Receive technical incidents and service requests through phone, self-service portal and WhatsApp channels.
- Investigate, classify and document requests in ServiceNow.
- Resolve issues where possible using organizational knowledge resources and remote access.
- Escalate complex requests to infrastructure teams, application teams and specialized vendors.
- Provide technical support for Windows, Office 365, Active Directory, printers and communications systems.
- Coordinate with vendors, system administrators and infrastructure teams.
Requirements
- 2–3 years of experience in technical support or help desk work within an organization.
- Practical experience with Windows operating systems.
- Practical experience troubleshooting Office 365 issues.
- Experience using and managing users in Active Directory.
- Experience working with vendors, system administrators and infrastructure teams.
- Strong service orientation, patience and interpersonal skills.
- Ability to work under pressure while managing multiple tasks.
- High motivation, fast self-learning ability and willingness to commit long term.